- Using SafetyCulture
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- Gateway and sensor troubleshooting guide
Gateway and sensor troubleshooting guide
Learn how to troubleshoot your gateways and sensors when they appear disconnected or offline.Which device is causing the problem?
Start by determining whether the problem lies with the gateway or with one or more sensors.
If you have multiple sensors at the same location and they all went offline at the same time, the gateway is likely the problem.
If most of your sensors are online and only one sensor is offline, that sensor is likely the problem.
When a gateway is offline, all sensors that use that gateway also appear offline, so it is best to troubleshoot the gateway first before checking individual sensors. Monnit sensors and gateways follow slightly different steps, which are covered in the Monnit sensors guide.
If you already use sensors with SafetyCulture and want to add more gateways or sensors, contact your customer success manager. For new purchases or questions about buying from third parties or us, get in touch with our product experts.
Gateway troubleshooting
Start with the gateway and sensor self-installation guide, which walks you through adding your gateway, checking your sensors, and confirming every device is online in the Sensors dashboard. Complete those steps first. After that, use this troubleshooting checklist to investigate any gateways or sensors that still appear offline.
When you log in to your SafetyCulture account, check whether any sensors connected to this gateway are online.
If no sensors are online, continue troubleshooting the gateway.
If some sensors from this gateway are online, the problem is likely with the offline sensors. Go to the Sensor troubleshooting section to continue.
Go to the gateway and confirm it is plugged in and turned on. Make sure the power cable is securely connected at both ends.
Look at the lights on your gateway:
For Ethernet or Wi-Fi gateways, from left to right, the gateway should show a red power light and three green lights.
For cellular gateways, the gateway has a green light that blinks and then turns solid green when connected.
If the light pattern looks different, take a photo of the gateway lights and send it to our customer support team.
Check how your gateway connects to the internet.
For cellular gateways, confirm the gateway is in an area with good cellular reception. If you do not see a connected status on the Sensors dashboard, try moving the gateway to a more open location.
For Ethernet or Wi-Fi gateways, confirm the internet light (the globe icon, second from the left) is solid green. If it is not, try a different Ethernet port or network.
If the gateway still cannot connect, share this guide with your IT team so they can allow the gateway on your network.
If your gateway continues to have trouble connecting to the internet, it may be blocked by network restrictions on your company's network. Ask your IT team to add the Ethernet and Wi-Fi gateway requirements to their allowlist.
Check whether the gateway appears damaged in any way. If the gateway is damaged, contact our support team to organize a replacement.
Sensor troubleshooting
Start with the gateway and sensor self-installation guide, which walks you through adding your sensor, checking its location and range, and confirming it appears online in the Sensors dashboard. Complete those steps for your sensor first. After that, use this troubleshooting checklist to investigate any sensors that still appear offline or have stopped sending readings.
Check when the sensor last received a reading so you can see when the connection stopped. If several sensors in the same area went offline around the same time, the gateway may be the cause, so use the gateway troubleshooting steps to check the gateway first.
Confirm that the sensor is within range of the gateway. Your sensor may not communicate correctly if it is too far from the gateway or if there are too many obstacles in between. Obstructions such as concrete walls and steel between the gateway and the sensor can weaken the signal.
Try moving the sensor closer to the gateway, ideally within 100 m (300 ft) of the gateway.
If you move a sensor or replace a gateway, you can reconnect the sensor to a different gateway.
Reset the sensor using the device-specific instructions.
Ensure the sensor is within the range of the new gateway.
Follow the gateway and sensor self-installation guide to add your device to the new gateway. Allow a few minutes for the sensor to show as connected and start sending readings again.
Sensors and gateways must be purchased or provisioned through SafetyCulture for this to work.
Check the sensor’s power source and battery status in SafetyCulture so you can see whether it runs on replaceable batteries or external power. If your sensor shows a low battery alert, replace the batteries as needed and use the supported sensors overview guide to confirm the correct power source for that sensor type. If you are still unsure which batteries to use, contact our support team.
Make sure the sensor is turned on. After you turn it on, check your SafetyCulture account to confirm it uploads new readings.
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